Senior Director Network Operations

Senior Director Network Operations

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world's first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a dedicated and results driven Senior Director Network Operations to join our growing team.

Responsibilities

• Manage daily operations of an evolving support team for specialized equipment
• Lead a team to triage and diagnose issues with precision and speed
• Strive for 100% success at resolving downtime issues with extremely short cycles
• Create and implement escalation policies
• Prioritize resources effectively in a fast-paced environment
• Collaborate with Engineering & Client Services teams for continual troubleshooting and procedure improvement
• Train and mentor junior staff and technicians to provide industry-leading service
• Develop and manage knowledge database and skills matrix to reduce time to resolution
• Develop metrics to track trends in technical issues to catalog them for recognition
• Optimize current processes, remove obsolete ones, and create new SOPs to ensure customers success
• Provide feedback on technical support and proactively address emerging issues
• Lead a team to set customer and internal stakeholders' expectations around resolutions and timelines